GB2479644A - Transforming rules for a queueless contact centre - Google Patents
Transforming rules for a queueless contact centre Download PDFInfo
- Publication number
- GB2479644A GB2479644A GB1106316A GB201106316A GB2479644A GB 2479644 A GB2479644 A GB 2479644A GB 1106316 A GB1106316 A GB 1106316A GB 201106316 A GB201106316 A GB 201106316A GB 2479644 A GB2479644 A GB 2479644A
- Authority
- GB
- United Kingdom
- Prior art keywords
- work
- resource
- rules
- contact center
- work item
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Withdrawn
Links
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Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
Landscapes
- Business, Economics & Management (AREA)
- Engineering & Computer Science (AREA)
- Marketing (AREA)
- Strategic Management (AREA)
- Human Resources & Organizations (AREA)
- Economics (AREA)
- Entrepreneurship & Innovation (AREA)
- Signal Processing (AREA)
- Quality & Reliability (AREA)
- General Business, Economics & Management (AREA)
- Educational Administration (AREA)
- Operations Research (AREA)
- Development Economics (AREA)
- Tourism & Hospitality (AREA)
- Physics & Mathematics (AREA)
- Game Theory and Decision Science (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Information Retrieval, Db Structures And Fs Structures Therefor (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
- Exchange Systems With Centralized Control (AREA)
- Telephonic Communication Services (AREA)
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US32421610P | 2010-04-14 | 2010-04-14 | |
| US12/882,955 US8670550B2 (en) | 2010-04-14 | 2010-09-15 | Automated mechanism for populating and maintaining data structures in a queueless contact center |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| GB201106316D0 GB201106316D0 (en) | 2011-06-01 |
| GB2479644A true GB2479644A (en) | 2011-10-19 |
Family
ID=44147004
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| GB1106316A Withdrawn GB2479644A (en) | 2010-04-14 | 2011-04-14 | Transforming rules for a queueless contact centre |
Country Status (6)
| Country | Link |
|---|---|
| US (1) | US8670550B2 (zh) |
| CN (1) | CN102300011B (zh) |
| AR (1) | AR084678A1 (zh) |
| BR (1) | BRPI1101806B1 (zh) |
| DE (1) | DE102011016856A1 (zh) |
| GB (1) | GB2479644A (zh) |
Families Citing this family (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US8634543B2 (en) | 2010-04-14 | 2014-01-21 | Avaya Inc. | One-to-one matching in a contact center |
| US8619968B2 (en) | 2010-04-14 | 2013-12-31 | Avaya Inc. | View and metrics for a queueless contact center |
| US9571654B2 (en) | 2010-04-14 | 2017-02-14 | Avaya Inc. | Bitmaps for next generation contact center |
| US9118765B2 (en) | 2011-07-19 | 2015-08-25 | Avaya Inc. | Agent skill promotion and demotion based on contact center state |
| US8699696B1 (en) | 2011-07-19 | 2014-04-15 | Avaya Inc. | System and method for efficiently managing large contact centers |
| US8718267B2 (en) | 2011-09-30 | 2014-05-06 | Avaya Inc. | Analytics feedback and routing |
| WO2014043416A1 (en) * | 2012-09-12 | 2014-03-20 | Genesys Telecommunications Laboratories, Inc. | System and method for dynamic configuration of contact centers via templates |
| US20140082179A1 (en) * | 2012-09-19 | 2014-03-20 | Avaya Inc. | Scarce resources management |
| US9912812B2 (en) | 2012-11-21 | 2018-03-06 | Genesys Telecommunications Laboratories, Inc. | Graphical user interface for configuring contact center routing strategies |
| US9628623B2 (en) | 2012-11-21 | 2017-04-18 | Genesys Telecommunications Laboratories, Inc. | Graphical user interface for monitoring and visualizing contact center routing strategies |
| US9912813B2 (en) | 2012-11-21 | 2018-03-06 | Genesys Telecommunications Laboratories, Inc. | Graphical user interface with contact center performance visualizer |
| US10623356B2 (en) | 2014-04-15 | 2020-04-14 | Blanca Perper Greenstein | System and method for processing incoming emails |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7325190B1 (en) * | 2000-10-02 | 2008-01-29 | Boehmer Tiffany D | Interface system and method of building rules and constraints for a resource scheduling system |
| US20090190745A1 (en) * | 2008-01-28 | 2009-07-30 | The Resource Group International Ltd | Pooling callers for a call center routing system |
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| US5214688A (en) | 1990-06-05 | 1993-05-25 | Inventions, Inc. | Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls |
| US6021428A (en) | 1997-09-15 | 2000-02-01 | Genesys Telecommunications Laboratories, Inc. | Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center |
| US5953406A (en) | 1997-05-20 | 1999-09-14 | Mci Communications Corporation | Generalized customer profile editor for call center services |
| US6272544B1 (en) | 1998-09-08 | 2001-08-07 | Avaya Technology Corp | Dynamically assigning priorities for the allocation of server resources to completing classes of work based upon achievement of server level goals |
| US6493695B1 (en) | 1999-09-29 | 2002-12-10 | Oracle Corporation | Methods and systems for homogeneously routing and/or queueing call center customer interactions across media types |
| US6535600B1 (en) | 1999-12-06 | 2003-03-18 | Avaya Technology Corp. | System for automatically routing calls to call center agents in an agent surplus condition based on service levels |
| US6603854B1 (en) | 2000-02-25 | 2003-08-05 | Teltronics, Inc. | System and method for evaluating agents in call center |
| US6987846B1 (en) | 2000-05-31 | 2006-01-17 | Rockwell Electronic Commerce Technologies, Llc | System and method of changing entity configuration information while automatically monitoring and displaying such information in a call center |
| US6697858B1 (en) | 2000-08-14 | 2004-02-24 | Telephony@Work | Call center |
| US6700971B1 (en) | 2000-11-27 | 2004-03-02 | Avaya Technology Corp. | Arrangement for using dynamic metrics to monitor contact center performance |
| US6965886B2 (en) | 2001-11-01 | 2005-11-15 | Actimize Ltd. | System and method for analyzing and utilizing data, by executing complex analytical models in real time |
| US7372952B1 (en) | 2002-03-07 | 2008-05-13 | Wai Wu | Telephony control system with intelligent call routing |
| WO2004017161A2 (en) * | 2002-08-16 | 2004-02-26 | Nuasis Corporation | High availability voip subsystem |
| US7676034B1 (en) | 2003-03-07 | 2010-03-09 | Wai Wu | Method and system for matching entities in an auction |
| US20050049999A1 (en) * | 2003-08-29 | 2005-03-03 | Immo-Gert Birn | Database access statement tracing |
| US20050114164A1 (en) * | 2003-11-26 | 2005-05-26 | Lyons Stephen J. | Method of and system for coordinating events between applications of a customer relationship management system |
| US8738412B2 (en) | 2004-07-13 | 2014-05-27 | Avaya Inc. | Method and apparatus for supporting individualized selection rules for resource allocation |
| US8230426B2 (en) | 2004-10-06 | 2012-07-24 | Digipede Technologies, Llc | Multicore distributed processing system using selection of available workunits based on the comparison of concurrency attributes with the parallel processing characteristics |
| US7792274B2 (en) | 2004-11-04 | 2010-09-07 | Oracle International Corporation | Techniques for performing multi-media call center functionality in a database management system |
| KR100703474B1 (ko) | 2004-11-25 | 2007-04-03 | 삼성전자주식회사 | 밀착결합 멀티컨퍼런스를 이용한 단말에서의 경매 서비스방법 및 장치 |
| US20060136490A1 (en) | 2004-12-17 | 2006-06-22 | International Business Machines Corporation | Autonomic creation of shared workflow components in a provisioning management system using multi-level resource pools |
| US7987225B2 (en) | 2004-12-22 | 2011-07-26 | International Business Machines Corporation | Method for remembering resource allocation in grids |
| US8335704B2 (en) | 2005-01-28 | 2012-12-18 | Pegasystems Inc. | Methods and apparatus for work management and routing |
| US8885812B2 (en) | 2005-05-17 | 2014-11-11 | Oracle International Corporation | Dynamic customer satisfaction routing |
| US8094790B2 (en) * | 2005-05-18 | 2012-01-10 | Mattersight Corporation | Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center |
| US7818010B2 (en) | 2005-05-31 | 2010-10-19 | Avaya Inc. | Methods and apparatus for allocating resources in a distributed environment |
| US20070016907A1 (en) | 2005-07-12 | 2007-01-18 | Fabio Benedetti | Method, system and computer program for automatic provisioning of resources to scheduled jobs |
| US7689630B1 (en) | 2006-03-15 | 2010-03-30 | Richard L. Lam | Two-level bitmap structure for bit compression and data management |
| US7676035B2 (en) | 2007-07-13 | 2010-03-09 | Plumchoice, Inc. | Systems and methods for distributing remote technical support via a centralized service |
| US8903079B2 (en) | 2008-01-28 | 2014-12-02 | Satmap International Holdings Limited | Routing callers from a set of callers based on caller data |
| US20100235218A1 (en) | 2008-09-29 | 2010-09-16 | Avaya Inc. | Pre-qualified or history-based customer service |
| CN101447943B (zh) * | 2008-12-26 | 2011-05-11 | 杭州华三通信技术有限公司 | 队列调度***及方法 |
| US9106749B2 (en) | 2009-03-05 | 2015-08-11 | Verizon Patent And Licensing Inc. | Virtual call center manager |
| US9955012B2 (en) | 2009-04-21 | 2018-04-24 | Genesys Telecommunications Laboratories, Inc. | Pacing in knowledge worker engagement |
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| US20110044320A1 (en) | 2009-08-21 | 2011-02-24 | Avaya Inc. | Mechanism for fast evaluation of policies in work assignment |
| US20110125793A1 (en) | 2009-11-20 | 2011-05-26 | Avaya Inc. | Method for determining response channel for a contact center from historic social media postings |
| US20110125826A1 (en) | 2009-11-20 | 2011-05-26 | Avaya Inc. | Stalking social media users to maximize the likelihood of immediate engagement |
| US9571654B2 (en) | 2010-04-14 | 2017-02-14 | Avaya Inc. | Bitmaps for next generation contact center |
| US20110255682A1 (en) | 2010-04-14 | 2011-10-20 | Avaya Inc. | High performance queueless contact center |
| US8619968B2 (en) | 2010-04-14 | 2013-12-31 | Avaya Inc. | View and metrics for a queueless contact center |
| US8634543B2 (en) | 2010-04-14 | 2014-01-21 | Avaya Inc. | One-to-one matching in a contact center |
-
2010
- 2010-09-15 US US12/882,955 patent/US8670550B2/en active Active
-
2011
- 2011-04-13 AR ARP110101271A patent/AR084678A1/es unknown
- 2011-04-13 DE DE102011016856A patent/DE102011016856A1/de not_active Withdrawn
- 2011-04-14 GB GB1106316A patent/GB2479644A/en not_active Withdrawn
- 2011-04-14 BR BRPI1101806-2A patent/BRPI1101806B1/pt active IP Right Grant
- 2011-04-14 CN CN201110148216.9A patent/CN102300011B/zh active Active
Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7325190B1 (en) * | 2000-10-02 | 2008-01-29 | Boehmer Tiffany D | Interface system and method of building rules and constraints for a resource scheduling system |
| US20090190745A1 (en) * | 2008-01-28 | 2009-07-30 | The Resource Group International Ltd | Pooling callers for a call center routing system |
Also Published As
| Publication number | Publication date |
|---|---|
| US20110255684A1 (en) | 2011-10-20 |
| US8670550B2 (en) | 2014-03-11 |
| GB201106316D0 (en) | 2011-06-01 |
| CN102300011B (zh) | 2014-12-10 |
| BRPI1101806B1 (pt) | 2020-11-17 |
| BRPI1101806A2 (pt) | 2012-10-02 |
| DE102011016856A1 (de) | 2012-04-12 |
| CN102300011A (zh) | 2011-12-28 |
| AR084678A1 (es) | 2013-06-05 |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| WAP | Application withdrawn, taken to be withdrawn or refused ** after publication under section 16(1) |